Customer Service Agent

Main Purpose of the Role

The Fleet Operations Coordinator plays a vital role in supporting emergency services to deliver efficient, patient-focused care. You will monitor vehicles and specialist assets on a 24/7 basis using ACETECH systems, ensuring ambulances and emergency equipment remain operational, compliant, and ready to respond. By managing incoming customer requests and coordinating with third-party contractors for maintenance and repairs, you directly contribute to keeping life-saving services on the road.

About This Role

This is a full-time, onsite position based at our Tullamore operations centre. The role operates on a rotating shift pattern including days, evenings, nights, and weekends to provide 24/7 fleet monitoring and customer support. The work you do directly supports emergency services in delivering timely, patient-focused care — when an ambulance or emergency vehicle is operational because of your coordination, lives can be saved. You'll work as part of a dedicated team using specialist systems to ensure our customers' emergency and specialist vehicles remain operational and compliant.

Main Duties

• Deliver strong customer service and support to our fleet users via incoming and outgoing service calls, ensuring all calls meet minimum contact rates and evaluation standards
• Accurately complete tickets on our call management system and ensure vehicle and asset details are captured correctly, with follow-up appointments or bookings scheduled efficiently and promptly
• Monitor bespoke computer systems to ensure fleet availability in line with customer service level agreements and proactively diagnose issues with vehicles or their equipment
• Coordinate and schedule repair work to be performed by external vendors, ensuring minimal vehicle or equipment downtime
• Maintain up-to-date progress tracking for vehicles and assets undergoing service or repairs, providing regular updates as needed
• Manage an assigned workload of calls, emails, or queries, following them through to completion whilst maintaining high service standards
• Adhere to the current team rota system to maintain staff levels to support a 24/7 service provision
• Adhere to data protection policies and company protocols in all tasks
• Undertake general office duties as required

Who Thrives in This Role

This position suits individuals who enjoy structured, systematic work in a fast-paced operations environment and want their work to make a tangible difference. Our best team members are reliable, calm under pressure, and take pride in keeping critical emergency services running smoothly — knowing that every vehicle they help keep on the road contributes to saving lives. Recent graduates from technical or operations-focused programmes have been particularly successful in this role, as have experienced customer service professionals seeking a stable, well-compensated position with real social impact and career development opportunities.

Essential Requirements

• Ability to work rotating shifts including nights, evenings, and weekends on a regular basis
• Reliable daily commute to our Tullamore office (onsite role — no remote working)
• Excellent verbal and written communication skills for clear reporting and correspondence
• Strong organisational skills with a systematic approach to work and ability to manage competing priorities
• Strong numerical skills for managing data accurately and efficiently
• IT literacy including proficiency in Microsoft Office and ability to learn ticketing and call centre systems
• Professional, customer-focused attitude with excellent interpersonal skills
• Ability to work independently with minimal supervision whilst also contributing effectively as part of a team
• Ability to remain organised under pressure

Desirable

• Third-level qualification (particularly in operations, logistics, automotive technology, engineering, or related fields)
• Previous experience in customer service, motor trade, or fleet operations
• Experience with Jira ticketing systems or similar call centre software
• Demonstrable ability to meet and exceed targets consistently

What We Offer

• Competitive pay: Starting on €14.00 per hour increasing to €14.56
• Shift allowance and time off: 22% shift allowance and 4 consecutive days/nights off
• Discretionary annual bonus scheme
• Company pension scheme
• Health insurance and Employee Assistance Programme 
• Free onsite parking
• Complimentary tea, coffee, and fresh fruit in the kitchen
• Monthly team lunch
• Corporate benefits: tickets to the 3Arena and access to Members 360 Club
• Structured induction and ongoing training 
• Supportive team environment with clear career progression opportunities

Before You Apply — Please Confirm:

✓ You are available to work rotating shifts including regular night shifts

✓ You can reliably commute to Tullamore daily (this is an onsite role)

✓ You are seeking stable, long-term employment in an operations environment